Workflow triggering on playbook submission not enrolling

[LCarroll00]

I have a workflow that is set to enroll when a playbook is logged to a deal. This workflow enrolled as planned on my tests, but never enrolled again after that (despite me knowing that playbooks have been logged to deals), until yesterday when one record enrolled. My hypothesis right now is that the enrollment is only picking up the very first instance a user logs a playbook, but any subsequent logs, even for different deals, are not triggering the enrollment criteria. Is this possible? If so, how do I combat it?

Here are screenshots of the workflow:

[karstenkoehler]

Hi @LCarroll00,

For the deals you're expecting to enroll, have you checked the enrolment history and actions log? https://knowledge.hubspot.com/workflows/understand-your-workflow-details-page

(This is to confirm that they're not just going down the right branch.)

Best regards 

[LCarroll00]

I have checked, and they have not enrolled.

[karstenkoehler · Accepted solution]

@LCarroll00 if you've tested by logging the exact playbook from the enrolment criteria and it's not working, then I'd recommend reaching out to support directly in-app, via chat or email. It looks like everything is configured correctly so this is either a bug or there's a mismatch between what is logged and what is filtered. In any case, access to your portal is needed to confirm and support does have that access 🙂